© Psychosocial Risks Prevention A practical model for intervention : the approach of work by anlysing stress factors and resources Ségolène Journoud, Project manager at ANACT French national agency for improvement of working conditions
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
©!
Psychosocial Risks Prevention
A practical model for intervention : "the approach of work by anlysing stress factors and resources"
Ségolène Journoud, Project manager at ANACT!French national agency for improvement of working conditions!
2! ©!ANACT 2012
Agenda"
A word about ANACT" French context regarding stress at work" A model for Intervention / Case in
Banking company" Conclusion"
3! ©!ANACT 2012
ANACT : Who we are
French governmental agency under the supervision of The Ministry of Labour and Health!
Our approach:! Two aims: quality of life at work for the employee and economic
performance for the company! Based on a comprehensive, multidisciplinary approach around:!
• Issues of assessment and prevention of occupational risks!• Issues of change, organizational and work processes!• Management issues, career and skills development!
Modes of operation based on a joint and concerted approach with both management and employee representatives (trade unions or personnel reps) !
4! ©!ANACT 2012
Agenda"
A word about ANACT" French context regarding stress at work" A model for Intervention / Case in
Banking company" Conclusion"
5! ©!ANACT 2012
French context regarding stress at work and PSR
Mental safety in French labour code 2002
National agreement on stress July 2008
National Agreement Violence and Harassment March 2010
Extension To all workers 2009
Government Emergency Plan oct. 2009
Wave of suicides with media coverage
French Risk factors Indicators May 2011
Work Related Stress Agreement oct 2004
Agreement on harassment and violence at work dec. 2006
….. Xxx reports (Experts, commissions, national assembly…)
Prevention law1991 2001 Single Risks assessment document
Agreement Public sector Nov. 2009
Work hardship Decree July 2011
Directive Health and Safety june 1989
dedicated website www. travailler-mieux.fr."
« Name and Shame » 3 colors list feb. 2010
Wave of demands for advice / experts opinion / from companies
6! ©!ANACT 2012
Agenda"
A word about ANACT" French context about stress at work" A model for Intervention / Case in
Banking company" Conclusion"
7! ©!ANACT 2012
Company requirement and intervention design"
Large french banking company!
specific diagnosis
about stress at work!
stress et work prevention
policy / action plan !
Social agreement negociation about
stress at work !
Intervention : qualitative approach based on specific model!
Focus on business
unit : back office unit (136 empl)!
Social dialogue local & global
steering comittees !
Data collection : interviews, HR & heath indicators,
observations!
8! ©!ANACT 2012
Organization demands and objectives
Employees demands and
objectives
Social - economical context
and changes
Relationship in job context Social support
The Anact Networkʼs approach : 4 potential areas explaining tensions / stress at work"
Work situations"
9! ©!ANACT 2012
Organization demands and
Objectives
Employee’s demands and
objectives
resources factors
stress factors
Identifying and analizing stress and resources factors …"
stress factors
resources factors
resources factors
resources factors
stress factors
stress factors
Social - economical context
and changes
Labour relationship
and social support
10! ©!ANACT 2012
Organization demands and objectives
Employees demands and
objectives
Social - economical context
and changes
Relationship in job context Social support
Work situations"
Stress factors in a back office unit"Eco. Crisis.
Banking image crisis
Job insecurity New regulations
in banking process
Work load ++ Quality of incoming
work – Technological
disturbances / new software applications
Bad relationship with banking
retail units Poor support from managers
Poor recognition Less Job
enrichment monotony
11! ©!ANACT 2012
Contexte socio-éco et des changements
Contexte des relations professionnelles et
relations à l’occasion du travail
Objectifs et exigences de l’organisation
Objectifs et exigences
des salariés
Facteurs - ressources
Resources factors in back office unit"
Size of business unit
and Stabilization Work environment
Less presure than retail job
Access to job flexibilty
+ Work climate + Social support
Positive feed back from customers / retail colleagues
Sense of expertise Serve the customer
interest in managing financial risksworking time +"
12! ©!ANACT 2012
Daily ajustments in between factors but…"
Organization demands and objectives
Employees demands and
objectives
Social - economical context
and changes
Relationship in job context Social support
Work situations"
New regulations in banking process
Work load ++ Quality of incomoing
work – Technological disturbances
Eco. Crisis. Banking image
crisis Job insecurity on
the site?
Bad relationship with banking
retail units Poor support from managers
Poor recognition Less Job
enrichment monotony
Less presure than retail job
Access to job flexibilty
Work environment +
Size of business unit
and Stabilization
Sense of expertise Serve the customer
interest in managing financial risksworking time +"
Work climate + Social support Satisfaction
from customers / retail colleagues
13! ©!ANACT 2012
Objectifs et exigences
des salariés
Objectifs et exigences de l’organisation
Contexte socio-éco et des changements
Contexte des relations professionnelles et
relations à l’occasion du travail
Work load ++ on specific periods
Problems with software Reduced number of
employees
Temporary Workers Time pressure
Access to Compentencies
Quality of work --
Work knowledge
Stability inside work unit
Lack of management
support
Banking Regulation=> new
rules . Standardisation of
process => Changes in softwares
Problem situation
Problem situation in the department" Real Estate Loan"
Social support
14! ©!ANACT 2012
Results : Main sources of stress"
Lack of adjustment in between Workforce / workload and work organization!
Lack of communication between back and front offices
Limited access to training and job versatility
Difficulties with new softwares/ better consideration « real-work » in their design!
Lack of management support / poor definition of their rôle, lack of training!
Lack of discussion about work and its difficulties!
15! ©!ANACT 2012
Results : 3 axes to prevent stress and implement actions plan"
Human resources and Work organization"
• Workforce adjustment / limit downsizing process!
• Estimation of work load -> survey!
• Increase the number of supervisors and develop their role in team support!
• More Training in link with professionnal path / annual job assement!
• Limit task specialization => + job versatility!
• …!
Reducing Work load"
• Software improvements!• Development of specific
tool to ensure the quality of bank transfer from front office!
• Easing of controls for real estate loans!
• New internal organization (call center)to handle incoming calls!
• …!
Increasing Communication"
• Develop communication between front and back offices => meeting and tutoring!
• Access to steering committees for supervisors!
• Weekly team meeting : agenda and minutes!
• Monthly discussion about work and its quality!
• …!
16! ©!ANACT 2012
Agenda"
A word about ANACT" French context about stress at work" A model for Intervention / Case in
Banking company" Conclusion"
17! ©!ANACT 2012
Anactʼs model for intervention on stress at work "
Based on existing theorical models, we designed an intervention model
which: " Facilitates the diagnostic step in the
prevention approach!
Enhances links between “real – work” and work organization!
Materializes an inventory of psychosocial risks / troubles and explanatory factors within the company on different levels!
Promotes social dialogue between players and enables their engagement and mobilization!
"Leading towards action :"
By identifying stress and resources factors which explain the potential tensions existing in work situation "
By conducting a job analysis through the identification of “problem situations”"
18! ©!ANACT 2012
Conditions for success"
Participative / holistic approach of work" Joint diagnosis => Social dialogue" Top management implication and engagement" Deliverable plan with mix of actions" Assessment process" Transferability"
©!
Thank you for your attention!"
Ségolène Journoud!ANACT!
192 avenue Thiers, Lyon 69006 – France!Tel : + 33 4 72 56 13 83!
Email : [email protected]!
Website : www. anact.fr "
20! ©!ANACT 2012
Intervention steps in a French banking company"
1 : kick off Agreement to start
Project management 2 Implementation of Shared diagnostic
3 Elaboration
of action plan : working groups
4 Implementation
5 Control and Assesment
Data collection : work observation ,
interviews , questionnaires …
Identify and analyze stress and resources factors
Identification of “problem situations”
Sept. 10 Oct 10- fev. 11
Marsh- June. 11
July. 11- May. 12
May. 12
Nal.& Local steering comities
with social partners " Nal.& Local steering comities
with social partners "
Nal.& Local steering comities
with social partners "
Related Documents
